Question 1

How do I know my order has been accepted?

Accepted Answer

Shortly after placing your order, an email will be sent out confirming that an order has been placed. This will include an order reference number. 
Please be made aware that the order will not be completed until the credit card payment has been confirmed, and billing address and delivery address has been verified. You will then receive a further email, confirming that your order has been completed and shipped, alongside a tracking number.

Question 2

Is my order insured?

Accepted Answer

All purchases are insured against theft and accidental damage whilst in transit from ORTUS to your shipping address. Once your package has been delivered to your specified address or brought to your nearest post office location, it is no longer insured. You will then be held responsible for your package.

Question 3

What payment method does ORTUS accept?

Accepted Answer

We accept most major debit and credit cards such as Visa, Mastercard, American Express as well as PayPal.

Question 4

Are my card details stored online?

Accepted Answer

We do not store any credit or debit card details online.

Question 5

Can I track my order?

Accepted Answer

Yes. Once your order has been processed you will receive a confirmation email including a tracking number to check the status of your shipment. Please visit the mail courier service website for further information.

Question 6

How long does delivery take?

Accepted Answer

The time your order takes to be delivered varies depending on your delivery address and the delivery method you choose. Please refer to the Shipping & Returns section of our website.

Question 7

Do I have to pay import duty and custom tax?

Accepted Answer

Import duty and custom tax are not included in the price of the goods purchased online, and are also not included in the shipping costs paid online. Duty and tax may be charged on top of the purchase price at the point of delivery or may need to be paid in order to release the goods and ORTUS will not be made responsible. What is payable, if anything, depends on where the goods are sent from, the type of goods, their transactional value, and the weight of the package.  If you need more information about buying goods from abroad please contact your local customs authority.

Question 8

How do I know my returns order has been received?

Accepted Answer

A confirmation email will be sent out to you, informing you that we have received your item. Should you want to track the status of your returned package please ensure that get a transaction receipt as proof of postage with a track and trace ID number.

Question 9

How do I return my product(s)

Accepted Answer

Items purchased via this website can only be returned to ORTUS via post. Please contact us at enquiries@ortusfashion.com for further details.
 
Please note that personalised items are made uniquely for you, and cannot be returned unless there is a manufacturing fault.

Frequently Asked Questions